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Business (LC) > Chapter 8 - Management Skills 3: Communicating > Flashcards

Chapter 8 - Management Skills 3: Communicating Flashcards

1
Q

What is communication

A

The exchange of information between two or more parties

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2
Q

What is the difference between formal and informal communication

A

Formal is planned and is carries out through formal channels of communication whereas informal information is passed through an information network within the organization called the grapevine

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3
Q

What are the two types of communication in business

A

Internal - occurs between two or more people within an organisation e.g. email, intercom, memos
External - takes place between the business and external stakeholders e.g. emails, telephone, website

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4
Q

What are the five principle of effective communication

A
  1. Accuracy - all the facts in the message should be accurate and the sender should have up to date knowledge of the topic
  2. Appropriate language - the language used should be not be too technical or too difficult got the receiver to understand
  3. Preparation - the sender needs to research the audience to judge the tone and context of the message to be sent
  4. Confidentiality - the method chosen should reflect the confidentiality of the content of the message
  5. A feedback mechanism should be a feature in all methods of communication
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5
Q

Describe internal communication between managers

A

Managers should be able to communicate clearly with each other. This ensures that they have all the information needed to make a decision

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6
Q

Describe internal communication involving employees

A

Effective communication between management and staff ensure that staff understand their roles and responsibilities

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7
Q

Describe external communication involving consumers

A

It is important that the business communicates clearly to consumers about new product launches or improvements to existing products.

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8
Q

Describe external communication involving investors

A

The business should provide honest information to investors relating to the financial performance of the firm. This increases trust between the business and investors and may encourage the investors to provide additional finance if needed in the future

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9
Q

Describe external communication involving the government

A

The business communicates the the government agencies when it applies for grants or attends workshops and seminars run by bodies such as the local enterprise office or enterprise Ireland

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10
Q

Describe external communication involving the local community

A

The business communicates with the local community when it sponsors local events or clubs

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11
Q

Describe external communication involving the supplier

A

The business communicates regularly with suppliers to ensure that it has the correct quantity of raw materials needed at the appropriate time.

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12
Q

What is verbal communication

A

The exchange of information and ideas in speech e.g. asking and responding to questions and giving instructions

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13
Q

Discuss four advantages of verbal communication

A
  1. Fast communication - it is the fastest form of communication as feedback can be instant
  2. Repeat the message - the receiver can ask the sender to repeat the message. This prevents misunderstandings or tasks being completed incorrectly
  3. Personal connection - it is a more personal form of communication as both tone of voice and facial expressions can be observed. It can help to create a connection with the listener.
  4. Powerful impact - it is often a more powerful way of conveying a message, as the tone and pitch can be used to emphasize important points.
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14
Q

Discuss four disadvantages of verbal communication

A
  1. No record - there is no record or prof that the communication took place
  2. Not listening - the receiver may not listen to the message e.g. due to background noise or lack of concentration. They may miss important parts of the message.
  3. Lack of preparation - if the sender of the message has not prepared in advance the message may cause offense or confusion to the receiver.
  4. Message length - it is not suitable for long messages as the receiver may forget important information contained in the message
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15
Q

What is written communication

A

Involves using the written word to transfer information between people

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16
Q

Discuss four advantages of written communication

A
  1. Record - it is a permanent record that the communication took place. This could be useful if the information ever needs to be verified.
  2. Reference - written material can be used as a reference. Information can be reread if the reader needs to recall information.
  3. Speed - advances in IT have increased the speed of written communication e.g. text message and email
  4. Accurate - people often have to take more time when preparing written communication. As a result the message may be more accurate.
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17
Q

Discuss four disadvantages of written communication

A
  1. Slow feedback - feedback is slower than with verbal communication
  2. Security - there is a lack of confidentiality as once something is written down anyone can potentially read it
  3. Cost - the cost of paper, ink and printing equipment increases business costs
  4. Delayed decision making - as it is a slower method of communication it can delay decision making in the business until a response is received.
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18
Q

What is visual communication

A

Visual communication involves using images, graphs, photos, maps, symbols to communicate a message

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19
Q

Discuss three advantages of visual communication

A
  1. Easy to understand - it can help make large pieces of information easier to understand
  2. Easy to recall - it is often easier to remember information in the form of an image or chat
  3. Presentation - it can increase the impact of verbal or written communication e.g. bar chart to represent sales
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20
Q

Discuss three disadvantages of visual communication

A
  1. Cost - preparing information in a visual format can be expensive and time consuming
  2. Cannot be used alone - visual communication must be used in conjunction with written or verbal communication in order to understand the message
  3. Over use - over use of visual communication can become distracting for the receiver of the message. They may miss out on key information contained in verbal or written communication
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21
Q

What is a meeting

A

A gathering of at least two people to discuss a topic with the purpose of making a decision

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22
Q

What is a notice and agenda

A

A list of items to be discussed at the meeting topics are listed in order of which they will be discussed

23
Q

What are minutes

A

A record of the meeting. They are taken by the secretary of the meeting and provide a summary of what was discussed.

24
Q

What does a chairperson do in a meeting

A

Responsible for opening, running and closing a meeting. They are elected by the attendees of the meeting

25
Q

What does a secretary do in a meeting

A

Responsible for organizing the meeting e.g. the administrative aspects

26
Q

What are the six types of meetings

A
  1. An annual general meeting (agm)
  2. Extraordinary general meeting (egm)
  3. Board meeting
  4. Ad hoc meeting
  5. General meeting
  6. Statutory meeting
27
Q

What is the grape vine

A

Informal conversations which takes place between people in the organizations

28
Q

What 3 ways can internal communication occur

A
  1. Upward communication - employees report up the chain of command e.g. marketing assistant reports to the marketing manager
  2. Downward communication - information is sent down the chain of command e.g. from the finance manager to an accountant
  3. Horizontal communication - communication between people at the same level in an organization e.g. between the sales manager and the production manager
29
Q

What is the chain of command

A

The path of authority along which instructions are passed - from top management down to subordinates

30
Q

What is jargon

A

Words or phrases used by a profession or group of people that can be difficult for others to understand

31
Q

Discuss three reasons for holding a meeting

A
  1. Sharing information - for example sales targets are shared between management and staff
  2. Decision making - people with different skills and experience come together to make decision to benefit the business
  3. Problem solving - people meet to brainstorm solutions to problems experienced by the organisation
32
Q

What does matter arising mean

A

The opportunity to discuss items arising from the previous meeting

33
Q

What does aob mean

A

Any other business - it gives people at a meeting the opportunity to bring up a topic they want to discuss that is not on the agenda

34
Q

What is a quorum

A

The minimum number of people who need to be present for the meeting to begin. If the quorum is not reached then the meeting is postponed. It is to prevent a small number of people making decisions that effect the entire business

35
Q

What is a standing order

A

The rules for running a meeting e.g. each person has no more that five minutes to speak

36
Q

What is point of order

A

When an attendee draws attention to the fact that a standing order has been broken

37
Q

What is a proxy

A

A person who attends the meeting as a representative of a shareholder or club member who cannot attend. The proxy votes in accordance with the instructions given by the person who cannot attend

38
Q

What are four characteristics of a good chair person

A
  1. Unbiased - they should be impartial and objective and not allow their own opinion to influence discussions at the meeting
  2. Knowledgeable - they should know the standing orders. They should be able to refer to the rules of the meeting if any issues arise during the meeting
  3. Good time management - they should be good at managing time. This ensures people are given adequate time to discuss matters but individuals are not allowed to dominate the discussion
  4. Good communicator - they should speak clearly to ensure that all attendees understand what they say during the meeting.
39
Q

What are three characteristics of a good secretary

A
  1. Organized - the secretary will need to be organized to ensure the notice and agenda are sent to people in advance of the meeting, the venue and facilities need to be booked in advance
  2. Discreet - the secretary does not disclose sensitive information discussed as the meeting to members of the public
  3. Good at summarizing - the secretary will be able to take accurate notes and the meeting and summarize key points discussed
40
Q

What is an annual general meeting

A

A meeting held once a year and is attended by the directors and shareholders of a limited company. Shareholders are given the opportunity to ask directors about the firms policies

41
Q

What is an extraordinary general meeting

A

A meeting of the board of directors and shareholders to discuss an urgent issue such as a takeover bid which cannot wait to be discussed at the next agm

42
Q

What is a board meeting

A

Attended by the firms board of directors and are usually held at regular intervals e.g. once a month. They the discuss the performance of the business and outline future plans.

43
Q

What is a statutory meeting

A

Must be held once in the life time of a company. It is the first meeting of the company and shareholders are informed about the business affairs of the firm

44
Q

What is an ad hoc meeting

A

Takes place at short notice to discuss a matter that has arisen unexpectedly but needs to be resolved quickly

45
Q

What is a general meeting

A

Meetings held on a regular basis between management and employees topics discussed can include planning, sales forecast

46
Q

What is a business letter

A

A formal method of communication. It can be external or internal

47
Q

What is a report

A

A detailed document about a specific topic and is used for both internal and external communication

48
Q

What is a memo

A

A short written message used by a business for internal communication. Abbreviation of the word memorandum. Used to remind people of events

49
Q

Discuss five reasons why a report can be written

A
  1. Information - provides information on a particular topic e.g. report on financial performance
  2. Investigation - to investigate the reasons why an incident or accident occurred e.g. report on the cause of a fire in a warehouse
  3. Solution - to find the best way to overcome an issue
  4. Impact of a decision - to assess the impact that a decision had on the business.
  5. Convince readers - to convince readers to act in a particular way e.g. not using plastic straws after reading a report on the damage they cause
50
Q

What five things must one consider when choosing a method of communication

A
  1. Cost - lowest price
  2. Message content - if it is detailed and technical it should be in writing with visual aspects
  3. Urgency - if a message needs to be communicated quickly it should be sent using the fastest method
  4. Confidentiality - sensitive information such as customer information must be kept confidential
  5. Record - a written record should be kept to review at a later date or to prove that a message was communicated
51
Q

Discuss five barriers to communication

A
  1. Timing - the sender may not give the receiver enough time to process and respond to the message
  2. Language - the sender may use jargon which is not understood by the receiver.
  3. Information overload - if there is too much information the receiver could become overwhelmed
  4. Not listening - people may not listen to the sender of the message
  5. Lack of trust - there may be a lack of trust between the sender and the receiver of the message. The receiver may not believe the message
52
Q

Discuss five methods to overcome the barriers of communication

A
  1. Timing - the sender should give the receiver enough time to respond to the message
  2. Language - the sender should use simple language that can be easily understood
  3. Information overload - keep information concise and relevant
  4. Not listening - summarize and repeat the message to ensure it has been understood
  5. Lack of trust - team building training may be needed to strengthen the relationship and trust.
53
Q

Discuss five advantages of effective communist action

A
  1. Productivity - employees know exactly what they have to do which enables them to do the work faster. Increases productivity and reduces errors
  2. Industrial relations - effective communication ensures there is no confusion over work standards between management and staff.
  3. Customers - customers will have a more positive experience when doing business with the Organisation. increase business sales.
  4. Improved decision making - ensures managers receive accurate information in a clear language. Helps to improve decision making.
  5. Employee morale - means that employees receive clear instructions and are listened to by management. Increases staff morale and reduces stress

Business (LC) (23 decks)

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